Bill Hogg explains how to turn a negative client comments into repeat business.
Unfortunately client complaints are a fact of life in most businesses, but they can be worth their weight in gold if organisations can learn from them and use the information to improve their service. When dealt with properly, client complaints can be used to build a better client experience and turn a dissatisfied client into a raving fan. A good response to a complaint also ensures you’ll receive that particular complaint only once, as the company will know how to handle that issue in advance in the future.
Employees must understand that the client’s anger is directed toward the company, not them personally. It might be difficult to remember this when clients are r...